4. Background
• Complex and large organizations or
divisions that run a system / product
lifecycle End to End, using in their process
improvements journeys more than just ‘one’
CMMI or one quality related standard.
• Our experience shows that these
organizations are typically structured as
matrix organizations, with functional teams
or as a complex of independent smaller
business units.
14. The Challenge
• This situation where the organization is running
• separate process improvements on different parts of the
system / product lifecycle
• With partial overall view in interactions and
handshakes between these groups is introducing
inefficient usage of
• resources,
• expensive maintenance of duplicate infrastructures
• and Organizational Sets of Standards Processes as well as
assets,
• May result in less quality and impacting the
competitive edge with their global counterparts.
15. The Proposed Solution Concept
• Using the CMMI-SVC as an overall
umbrella, to:
• Increase results and effectiveness
• Reduce quality related activities costs by
reducing overlaps and choosing the appropriate
parts only as part of the ‘whole’
• Reduce administration costs by improving the
ability to manage the lifecycle network
• Converged working network helps businesses
to save procurement costs of infrastructure
16. Organizational Background
Brief
• Senior manager
• 15 ‘Division’ managers
• ~80 Mid Level mangers
• ~X000 project / program / acquisition and
line mangers
• X0,000 working level staff relevant to the
effort
• ~800 Quality related personal
• ~1000 ‘auditors’
17. Organizational Background
Size and Functions
• Senior manager
• 15 ‘Division’ managers
• ~80 Mid Level mangers
• ~X000 project / program / acquisition and
line mangers
• X0,000 working level staff relevant to the
effort
• ~800 Quality related personal
• ~1000 ‘auditors’
18. Organizational Background
Size and Functions
• Acquisition
• Project and program management
• In-house full development
• System integration
• Service units (i.e. IT, Civil Eng)
• HR
• Security (Information and data)
• Facilities and infrastructure
• In-house system engineering
• Maintenance and support
• Web centric operational architecture
19. Organizational Background
Main Related Quality Standards
• Internal Quality Standard
• EFQM
• CMMI Suite (SVC / ACQ / DEV)
• PMBOK & OPM3
• DoD 5000.01 & 5000.02
• ISO 14000
• OHAS 18000
• ITIL V 3
• ISO 20000
• ISO 27001 & 27002
• ISO 9001
• Other SEI technologies (RMM / P-CMM / TSP / PSP)
20. The Approach to the Solution
Concept
• Best practices in the model focus on activities for
providing quality services to the customer and end
users
• To identify improvement targets in main lifecycle
areas such as operations, information, governance,
people and organizational structure, portfolios,
project execution, and finance
• Select processes that are critical to the system
success such as stakeholder management,
technical interfaces and integration
21. The Approach to the Solution
Concept
• Build an action plan composed from the following main
steps
• Organizational map
• Functional team and groups size and role in the lifecycle
• Full lifecycle map
• Setting improvement targets
• Gap analysis
• Suggesting to the senior management to address the
lifecycle and process (as a whole) as a complex of crossing
services and to add additional content to the lifecycle map
(as a layer) and content in the guideline that will define the
different interactions as services
22. Sample Improvement Targets
• Service reuse
• Improved perception and response time
• Interoperability
• Business agility.
• Service performance and its impact on the
organization governance
26. ISO 9001:2008 Correlation Snapshot
20 are covered
Management
Responsibility
Measurement
Analysis &
Improvement
Product
Realization
Resource
Management
Quality
Management
System
REQM SSD OPP DAR RSKM
CAM OT QPM M&A IRP
SAM OPD SST PPQA SCON
PMC OPF IPM OID SD
PP CM STSM CAR
27. PMBOK Correlation Snapshot
15 PAs are covered
Integration Procurement Risk Communications Human
Resource
Scope
Time
Cost
Quality
REQM SSD OPP DAR RSKM
CAM OT QPM M&A IRP
SAM OPD SST PPQA SCON
PMC OPF IPM OID SD
PP CM STSM CAR
28. ITIL – CMMI Correlation Snapshot
Service Delivery
Financial Management
for
IT Services
Capacity
Management
IT Service
Continuity Management
Availability
Management
Service Level
Management
REQM SSD OPP DAR RSKM
CAM OT QPM M&A IRP
SAM OPD SST PPQA SCON
PMC OPF IPM OID SD
PP CM STSM CAR
29. ITIL – CMMI Correlation Snapshot
Service Support
The Service Desk
Incident Management
Problem Management
Configuration
Management
Change Management
Release Management
REQM SSD OPP DAR RSKM
CAM OT QPM M&A IRP
SAM OPD SST PPQA SCON
PMC OPF IPM OID SD
PP CM STSM CAR
30. ISO 20000 – CMMI
Correlation Snapshot
Control processes Planning and Resolution processes Release process
implementing
service management
new or changed
services
Service delivery
process
Requirements for a
management system
Relationship processes
REQM SSD OPP DAR RSKM
CAM OT QPM M&A IRP
SAM OPD SST PPQA SCON
PMC OPF IPM OID SD
PP CM STSM CAR
37. First Level Filtering (PA Level)
DEV ACQ SVC
Project Planning Project Planning Project Planning
Project Monitoring and Control Project Monitoring and Control Project Monitoring and Control
Process and Product Quality Assurance Process and Product Quality Assurance Process and Product Quality Assurance
Requirements Management Requirements Management Requirements Management
Configuration Management Configuration Management Configuration Management
Measurement and Analysis Measurement and Analysis Measurement and Analysis
Organizational Process Definition +IPPD Organizational Process Definition Organizational Process Definition
Organizational Process Focus Organizational Process Focus Organizational Process Focus
Organizational Training Organizational Training Organizational Training
Decision Analysis and Resolution Decision Analysis and Resolution Decision Analysis and Resolution
Integrated Project Management +IPPD Integrated Project Management Integrated Project Management
Risk Management Risk Management Risk Management
Quantitative Project Management Quantitative Project Management Quantitative Project Management
Organizational Process Performance Organizational Process Performance Organizational Process Performance
Causal Analysis and Resolution Causal Analysis and Resolution Causal Analysis and Resolution
Organizational Innovation and Deployment Organizational Innovation and Deployment Organizational Innovation and Deployment
Supplier Agreement Management Supplier Agreement Management
Requirements Development Acquisition Requirements Development
Validation Acquisition Validation
Verification Acquisition Verification
Technical Solution Solicitation and Supplier Agreement Development Capacity and Availability Management
Product Integration Agreement Management Incident Resolution and Prevention
Acquisition Technical Management Service Continuity
Service Delivery
Service System Development
Service System Transition
Strategic Service Management
38. Main CMMI-SVC PA
• During the project we have used CMMI-
SVC as a synchronisation mechanism to
this quality and process improvement
orchestra under its guidance and by using
the other constellations and standards as
well
• The main leading PA with the most benfites
and use (in this project) are:
39. Main CMMI-SVC PA
• Strategic Service Management (STSM)
• The purpose of Strategic Service Management
(STSM) is to establish and maintain standard
services in concert with strategic needs and
plans.
40. Main CMMI-SVC PA
• Service System Development (SSD)
• The purpose of Service System Development
(SSD) is to analyze, design, develop, integrate,
verify, and validate service systems, including
service system components, to satisfy existing
or anticipated service agreements
41. Main CMMI-SVC PA
• Capacity and Availability Management
(CAM)
• The purpose of Capacity and Availability
Management (CAM) is to ensure effective
service system performance and ensure that
resources are provided and used effectively to
support service requirements
42. Main CMMI-SVC PA
• Decision Analysis and Resolution (DAR)
• The purpose of Decision Analysis and
Resolution (DAR) is to analyze possible
decisions using a formal evaluation process that
evaluates identified alternatives against
established criteria
43. Main CMMI-SVC PA
• Integrated Project Management (IPM)
• The purpose of Integrated Project Management
(IPM) is to establish and manage the project
and the involvement of relevant stakeholders
according to an integrated and defined process
that is tailored from the organization’s set of
standard processes
44. Main CMMI-SVC PA
• Incident Resolution and Prevention (IRP)
• The purpose of Incident Resolution and
Prevention (IRP) is to ensure timely and
effective resolution of service incidents and
prevention of service incidents as appropriate
45. Main CMMI-SVC PA
• Organizational Process Performance (OPP)
• The purpose of Organizational Process
Performance (OPP) is to establish and maintain
a quantitative understanding of the performance
of the organization’s set of standard processes
in support of achieving quality and process-
performance objectives, and to provide process-
performance data, baselines, and models to
quantitatively manage the organization’s
projects
46. Main CMMI-SVC PA
• Service Continuity (SCON)
• The purpose of Service Continuity (SCON) is
to establish and maintain plans to ensure
continuity of services during and following any
significant disruption of normal operations
• Service Delivery (SD)
• The purpose of Service Delivery (SD) is to
deliver services in accordance with service
agreements
47. Second Line of Use
CMMI-SVC PA
• Service System Transition (SST)
• The purpose of Service System Transition
(SST) is to deploy new or significantly
changed service system components while
managing their effect on ongoing service
delivery
48. Main GPs
• GP 2.3 Provide Resources
• GP 2.4 Assign Responsibility
• GP 2.7 Identify and Involve Relevant
Stakeholders
• GP 2.8 Monitor and Control the Process
• GP 2.10 Review Status with Higher Level
Management
• GP 3.1 Establish a Defined Process
• GP 4.2 Stabilize Subprocess Performance
• GP 5.2 Correct Root Causes of Problems
49. Results and Benefits
Methodology conclusions.
• Model formulation is complex, but evaluation is straightforward.
• Standard tools, and the mappings make it easy to integrate on domains.
• Method is better at capturing SMEs insights and project dynamics.
• Opportunity to further include additional domains
SME related conclusions (preliminary).
• Small units have better acceptance for quality activities
• Engineering related organizations have a good case for higher performances
• Critical dependency must be mapped in the OSSP.
• Benefits for organizations operating at volatile (uncertain) segments.
50. Future Plans
• Continue refinement of model.
• Parameter ranges.
• Roadmap involving multiple lifecycles and external
activities.
• Complete Validation and Verification.
• Integrate work and receive feed from other
initiatives.
• Continue sharing with other domains
51. Discussion Points
• Performance data
• Cost of poor planning
• Quantifying the operational impact
• Effecting and effected stakeholders
mapping
• Quantifying the impact of support planning
on the development teams
• Appling this model on other domains
